Here we go, again!  I called Rogers Wireless support earlier today and hung up when the voice message warned me of wait times in excess of 25 minutes due to “higher than normal call volumes”.  So, I tried again - a few minutes ago - and hung up on a 20-minutes-or-more warning.

In the last year I’ve called Rogers Wireless support for two separate issues.  The first began on March 17th and I blogged about higher than normal call volumes (15 minutes or more).  What a coincidence that I’ve managed to catch them during higher than normal call volumes, on this second occassion.  Or, could it be that higher-than-normal is the new normal?

For three days now (Saturday March 17 through Monday March 19), I have been trying to get through to Rogers Wireless technical support. For each of the six times I have called, I have navigated their voice automated phone system and consistently end up at a message that they are “currently experiencing higher than normal call volumes” and that “wait times will be in excess of fifteen minutes”.

Is three consecutive days of this really higher than normal call volumes? Or are we witnessing the tell-tale signs of an inattentive and unresponsive call centre?